Monthly Archives: August 2009

Site redesign sneak-peek: the Tour 1

by • HelpSpotted, Sneak-Peek

While the redesigned helpspot.com is still under-construction, our new and improved tour is starting to take shape.

Just to give you a flavor of what’s to come….
peek

What’s new with the tour? Everything! Starting with the look/feel. Carrying over the fresh color palette and new style for icons and images from the rest of the site, the message of the tour will be delivered with a polished sophistication.

Content too has seen an overhaul. I grouped features, specific tools, and over-arching philosophies into conceptual areas to provide more of a narrative for those new to HelpSpot; designed to be a logical organization of the key points for those in the market for help desk software.

  • Manage: How will HelpSpot allow me to more effectively manage my customer service?
  • Work: Which tools will support my goals of efficiency and delivering great service for every inquiry?
  • Self-Service: A must to satisfy the growing pool of web-savvy customers.
  • Measure: Reporting to measure the good, bad, ugly and everything in-between.
  • Customize: Maximizing HelpSpot’s flexible framework to create a support management tool that reflects my business needs.
  • Developer APIs: No business app. can call itself complete without full integration with vital external systems; HelpSpot is no exception.

Batch Responses from the Workspace 1

by • Feature Focus • Tags: , , , , , , ,

HelpSpot’s Batch Response/Edit Request feature saves time and increases productivity by using a single response to reply to multiple requests and/or making Request Detail changes on multiple request at once.

Batch Responses can be preformed from any filter including the Inbox and My Queue. Let’s look at My Queue as an example:

In My Queue, there are three request I can answer with one response, so I first must select the appropriate request and then select Batch Respond/Edit Request from the drop down menu.  Once these options have been selected, complete this step by clicking the Submit button.

Batch Response from the Workspace

Moving to the next screen we see the four areas for working:

  • Section 1 -  Notes
    In this section the response is added to the notes.  Typed and/or Appended responses can be used in this section.
    The additional note options functions the same here as in responding to a single request.  The note can be changed from public to private, staffers can be notified, the send email from can be changed to a specific mailbox, etc.
  • Section 2 – Request In Batch
    This section shows the request that the note will be added too and or edited.  You can remove any request from this section by clicking on the red X in the right column.

batch_request2

  • Section 3 – Batch Information & Request Details
    The Batch information section,when the generate filter checkbox is selected,  creates a filter which contains all the requests used in the batch, so if  a follow up is required at a later time, the batch can be based off that filter to update the exact same group of people.  This is particularly useful if for instance, you are an IT group and a server goes down and 50 people email you about it all at once. You could respond to all of them at one time with this feature.

    The Request Details is where custom fields, category and assignment changes will be made globally for the selected request if you select any options here.  Leave custom fields empty to maintain each requests existing values.

  • Section 4 – Begin Batch
    There are two options with Batch Responses.  You can either choose to begin the batch response and have the request update, or you can choose to Begin the batch response and close the request at once.   Once a selection has been made the Process Batch Request process will begin.  It is important not to leave this page until all processes have been completed.

batch_request3